ComplaintsforLeafFilter Gutter Protection

• Initial Complaint

  11/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  From advertisement we contacted LeafFilter, and they sent a salesman. He demonstrated a gutter system that had the filters on them. He showed us how the filter worked running water through it and showing how the filter did it magic. We had received a quote from another company but without the filters. Since we are over 70 years old, we decided to spend the considerable extra money so we wouldn't have to climb a ladder. We recently added a new building and when that roofer installed gutters on the new building, I asked him about why we were getting debris in the LeafFilter gutters. He said there were no filters. Called LeafFilter, in September and took 4 different calls to finally get a return call in November. Regional manager said contract didn't specify filters just the gutters. We didn't know there was a difference. There is no check box to indicate filters or no filters. It is all just handwritten. My wife and I only saw one demonstration and it had the filter on it. So we thought that is what we ordered. Was never told that filters were an option and had to specify them separately. Regional manger said all their salespeople always do both. Salesman was very nice, but didn't show us more than one. Plus didn't disclose that filters were an option. So when they were installed we thought we got the LeafFilter gutters (with filter). I didn't climb up a ladder to verify that it had filters, I reviewed the installation from the ground and they looked good. Their website talks about other company's gutters and their LeafFilter gutters, always showing theirs with the filter. There is not one word on there website that says anything about plain gutters and filtered gutters. So when we ordered LeafFilter gutters we thought it included filters, and did not realize that they were an option that had to be ordered separately.

  

  Business response

  11/14/2024

  LeafFilter spoke with the customer regarding the scope of work contracted on 11/8/2024 and then service was completed on 11/11/2024 to correct the leaking issue that was mentioned to the Operations Manager during the 11/8 conversation. LeafFilter completed the installation as contracted 8/30/2022. 

  Customer response

  11/14/2024

   I am rejecting this response because:

  The main is my wife and I ordered Leaf Filter Gutter.  Watched the sales demonstration where he showed us ONE sample that had the filters on it. He demonstrated the effect of water as it ran off and deflected the debris.  He presented us a hand written contract that showed where we order the gutters.  It wasn't until recently when it was brought to my attention and then when I go up a ladder to see why we had debris clogs that I realized we did not have filters on our gutters. Called customer service after 2 months and 4 calls I finally got a response and was told we didn't order filters just gutters.  We did not know filters were an option and had to order them separately. There was no disclaimer on the form to show that is was an option we declined.  All the ads and promotions talk about the effect of Leaf Filter gutters and how i you don't have to worry about cleaning gutters anymore.  I have gone to their website and read through the promotion material that I still am receiving and no where can I find that there are 2 different gutter systems. One with and One without filters.  We had another quote for considerably less but it did not have the filters, so we went with Leaf Filter.  I really this was a bait and switch action, especially when their contract is all hand written by the salesman and open to interpretation as to what "gutter" means. In their ads and promotions it sure seems like it means Leaf Filter Gutters, include the gutter.  The regional manager that I spoke to finally said well I should have asked for clarification.  Neither my wife nor I had any idea that this gutter system was without filters, as that was the reason we bought it.
  
  

  Customer response

  11/14/2024

  The complaint was about the issue of "bait and switch" which was not addressed. I have read through other complaints to the BBB and see that I am not the only one that has had this issue. 
  

• Initial Complaint

  10/31/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On September 24th 2024 I signed a contract with Leaf Filter and I paid $500 deposit. Next day, on September 25th I sent a message to ******* ****** stating why I'm not happy with the way the contract was done and advised him that I'm canceling the contract, sending the cancelation overnight to the main office and also to the local Florida office. On the cancelation paragraph it says that "any payments made by you under the contract or sale, will be returned within ten business days following receipt by the seller of your cancelation notice" The seller received my cancelation notice on September 26th 2024, but so far I did not receive my refund. I called 3 times asking about the refund and each time I was told that somebody from the local office will call me back to clarify it, but nobody did.

  

  Business response

  11/04/2024

  LeafFilter canceled out the contract in its entirety and the consumer will receive the deposit that was in place in 7-10 business days by the original method it was issued. 

• Initial Complaint

  10/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had LeafFilter gutter guards installed in July 2022. I believe they contracted the work to local installers. The workmanship was shoddy, they left gaps between the guards and haphazardly slapped a square of mesh wire on the corner. I inspected the gutters after we noticed that they were overflowing during rain storms. The gutters were full of debris underneath the guards, and the downspouts were full, totally defeating the purpose of the guards. After phoning the office they asked for a $95 fee to have a specialist come out and work on it. Since that is an unsatisfactory response, I've instead come to submit a complaint to the BBB and perhaps get some lawyers involved in small claims to get a refund on this product.

  

  Business response

  10/31/2024

  Service is scheduled for 11/4/2024 with arrival between 10am-2pm. 

• Initial Complaint

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought the Leaf Filter system April 16, 2022. I paid $2647.00 for the system. When the sales representative came to the house, he saw the amount of pine trees we have at our home, and I expressed to him that the main reason I am interested in the system is because I had been assured by multiple people before the sales representative came out, that pine needs would not be an issue and they would just bounce off the gutter system. The sales representative also stated the same thing. I was hesitant still, but he kept talking to my husband and I an assured us that we would not have an issue. By the fall of that year we had to call and have someone come out to clean the debris on the gutter system that was not allowing water to enter the gutters. We have called every year since then, telling them the system was not working properly, and they wanted to charge us $90 each time to clean them. I told them every time the main reason I bought the system was so that we did not have to deal with the debris collecting on the system. Their ads on TV tell us the importance of having their system is so you don’t have to get up on a ladder to clean the gutters. On Saturday July 29, 2023 I again called about the problem with the gutters, I ended up speaking with ***** *****, Installation Manager in South Portland Maine, and she sent me an email and stated that I will not be charged for clearing the debris from the top of our leaf filter a couple times a year. I believe they came out to my house 2 times more and cleaned debris with no issues after I called. Fast forward to this fall I called because of the same issue. All of a sudden no one knows what I am talking about, and they want to charge me again. I told them about previous conversations, and was told a manager would call me. Never happened, called back today, a manager called back and said that ***** no longer works there, and what she stated was null and void. He states the system is doing its job. It is NOT! I need help!

  

  Business response

  10/31/2024

  Our Installation Manager contacted the customer on 10/29/2024 to schedule service. The customer declined to schedule because of the applicable service fee. The Installation Manager did explain to the customer that the warranty covers service calls if the interior portion of the gutters are clogged by debris. Should the customer decide to schedule service, we ask they contact us at their earliest convenience and we will be glad to assist and the service fee will apply. 

  Customer response

  11/01/2024

  The system again is NOT doing its job. The debris collects on the top of the gutters, making it that the water does not go down the gutters, it goes over the top of the gutters and to the ground. I do not like being lied to! It is not my issue that they do not teach their sales representatives how to do their job, and they promise customers things they apparently should not. Furthermore, I forwarded the email that I received from ***** ***** stating that future cleanings would be covered, and apparently just because she no longer works there they are going to again go back on their word. 

  All I want is my money back for this system. It is nothing what they promised, and because someone did not do their job properly the customer is the one that suffers. This is unacceptable customer service. Just because someone does not get explained the “rules” properly by their staff, or a manager leaves and all of a sudden everything they say is null and void, should this become the customers issue. This company should just honor giving me my money back and I will move on. 

  At some point, the customer should be considered correct and the company admit they did some things wrong. 

  

  Business response

  11/06/2024

  A resolution has been reached and LeafFilter will execute the resolution as agreed upon once the necessary documents have been signed and returned by the consumer. 

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Gutters were installed in 2024 by leaf filter. Water came pouring in through the window during hurricane Milton was told by a subcontractor for the company that they installed the gutters incorrectly, As an employee for the company told me that my gutters We’re full and installed correct correctly. The subcontractor walked around my house. I have it on ring recording that my Gutters were hollow meaning they were not full of leaves ****** ******** owner for the Saint Pete location told me he would fix the gutters but not fix the drywall that has mold growing in it. I have COPD emphysema and I had to vacate the premises because of it and he refuses to fix it. He’s going to fix the gutters and that is it.

  

  Business response

  10/31/2024

  Service was completed to customer's satisfaction on 10/29/2024.

  Customer response

  10/31/2024

   I am rejecting this response because:
  The company sent out a service call to put silicone in the screw holes. Meaning they unscrewed the current screws and put silicone in the hole and then put the screws back in. This to my knowledge will not fix the issue of water coming into the roof. They also sent out independent contractor to check the gutters who said the gutters have no issues and they did not know why the water came into the roof. 
  I am requesting the gutters be moved down 2 inches to prevent overflow from going into the roof or they can remove the gutters and refund the invoice price that was paid. I also request a refund for drywall replacement work caused by the overflow into the roof.

  
  

  

  Business response

  11/05/2024

  Our Customer Relations Manager contacted the consumer on 11/5/2024 and the consumer advised that they would email a quote to the Manager once it has been completed. Once the quote is received, LeafFilter will determine the next steps in the process. 

• Initial Complaint

  10/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had leaf filter installed to keep leaves out 1 year and 5 months ago. That part works well so far, although leaves will back up on the guards but can be scraped away with a push broom on my ranch home. I recently noticed stains and brown discoloration on my soffits. it looks like water is getting in behind the gutters (which were taken off and re installed by the technician for installation) or flowing over the clumps that get caught in the gutter guard. When I called to tell Leaf filter, they said because it was past a year (17 months) that I had to pay $95 just for someone to come look at the situation. They promise a "Lifetime warranty" but it seems that only covers that the gutter wont clog. They apparently offer no warranty for their installation, or if causes damage to your home, or your soffits. This is EXTREMELY DECEPTIVE, and unacceptable , as they are the ones who re installed the gutter, yet take no responsibility for the work they have done. No home will show damage within the ONE YEAR they will come out and inspect for free, not that they will cover the damage or fix the issue. The 1 year warranty is apparently for inspecting the situation for "free", after paying them over $5000 for a system with "lifetime warranty". This will certainly qualify under deceptive practices which we are looking into.

  

  Business response

  10/30/2024

  Service is scheduled for 11/1/2024 with arrival between 10am-2pm 

  Customer response

  10/30/2024

   I am rejecting this response because: A site visit was set up waiving the $95 fee, but no plan or responsibility has been or will be taken until the site visit is complete. The company will send someone to see if anything was done wrong, but stands by their policy that damage from installation or water backup behind the gutters is not their responsibility. As they stated they are not responsible for anything related to nor will they address any "roof issues", though there were no "issues " previous to the re- installation of the gutters. The issue I have is not with the $95 charge, the issue is with the lack of responsibility from a complete re aligning and re installation of the gutters and their interaction with the existing facia, shingles, roof, etc.
    I will have to wait until the site visit in concluded to decide if proper action can be or will be taken, but they have already said they "do not touch roofs", so it is likely they will blame the roof that wasn't a problem previously.
  

• Initial Complaint

  10/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  There are issues with the Leaf Filter product performance that I urgently need addressed, though the foremost issue is getting the company to respond to my service requests and emails to customer support. I have attempted to contact the company via their online ticketing system, and through their customer support email address and have been waiting for a response for more than a month. After the initial installation in March 2022, I contacted the company to address several issues with the installation process, promises and assurances made about the installation process, and product performance. (See screenshot) when the company returned to my home, the crew pointed out several aspects of the installation that were not too specifications and responsible for the issues. They were on site for a day and said they addressed the problems. Since Leaf filter returned to my home to address the installation issues I’ve had other problems. The filter promises to primary things about their product: 1) Leaves and debris will not accumulate in, in, or around their gutter system, and 2) their protective screen is capable of handling a heavy volume of water, channeling it into the gutter versus rolling off the roof. I found both of these claims to be untrue. Leaves and debris have accumulated on their product and several spots function like water spouts, throwing off enormous amounts of water off of the roof instead into the gutters. One area is so bad the deluge of water that repeatedly flows during rain has rotted two door frames and casings. Again, I need the issues addressed and compensation for the damage their product has caused, but the first roadblock is Leaf Filter’s refusal to reply to my attempts to schedule a service call.

  

  Business response

  10/30/2024

  Our Regional Service Manager attempted to contact the customer by phone and left voicemails requesting a return call on the following dates: 10/23, 10/25, and twice on 10/28. Emails from our Regional Service Manager were sent on 10/25 and on 10/28 an email was sent twice. To date, the customer has not returned our attempts to contact to schedule an inspection. Once we hear from the customer, we will be glad to schedule an inspection at the customer's earliest convenience. 

  

  Business response

  11/04/2024

  Service is scheduled for 11/5/2024 with arrival between 10am-2pm. 

• Initial Complaint

  10/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Leaf Filters came out to my home and replaced my gutters, BUT they cut along my shingles and then put this horrible caulk looking stuff along the edge of the shingles that but up against the gutter, when I complained they sent someone out to look at it and he agreed it was a horrible job and said he would have a manager out to look at it, since then I have called 10 times and each time leaf filters claims to have a manager come to look at it and nobody has ever come to look at it, The way they did this job they are going to have to replace my shingles because the installed cut my shingles and cut them high on my roof so now I have no protection from rain, ice, etc. I am trying to get this fixed before I have internal damage

  

  Business response

  10/31/2024

  Service is scheduled for 11/5/2024 with arrival between 8am-12pm. 

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  in the begining of july **** ******** came to my door and wanted to give a quote on putting gutter guards on my home.so he gave my the long speach about what he seen on my home he said that the gutters looked fine but where not straight so now said that the company would put wedges on all the gutters to aling to the angle fascia.so i went with the job on july 3rd the crew came here to start the job they got here at 1:00 and where packing up at 3:30 i went out to inspect the work and no wedges where used or no straighten of the gutters also put the gaurds on and never cut opening for the upper roof downspouts and they water sprays everywhere i took pictures and video to show **** i question the crew and they said the sales guy didnt know what he was talking about. So i tried to reach out to **** but go no response to my calls.i called custormer service and they set a guy out but did little to nothing i again called and they sent a crew back but they only put some ugly straps on but no wedges where installed that i paid for in the quote went to see **** ****** about my issue and he looked up the work order and said that the alinging wedges where in order on the job slip said he would come over with the crew and make sure the job was done like promised but still nothing done so i called him back and said the job didnt get finished and he said let us have another chance to make it right but two weeks later nothing done so i would like to just get a 50% refund and forget the whole mess i don't want to get into legal actions but if need be i will go that way

  

  Business response

  10/31/2024

  An amicable resolution has been reached between LeafFilter and the consumer. 

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Leaf Filter hired subcontractors to install gutters on my home. The subcontractors didn't know what they were doing and were untrained and unqualified to do the job. Consequently I ended up with a botched job. My gutters are installed way too low on the fascia and leak. The filters they are known for are all installed crooked and look terrible. This is not just one place on the home but all around the house. Then, I thought I would give them a chance to repair the problems and when I did they blew it again and did the same thing! They are not trained or qualified! And this time it was their own employees not subcontractors! I am not responsible for Leaf Filter not training their employees and my home is not a training ground for Leaf Filter employees. I am a disabled senior citizen and I don't appreciate getting ripped off by a business that portrays itself as a company out to help customers!

  

  Business response

  10/16/2024

  LeafFilter has attempted to reach an amicable resolution with the consumer by attempting to schedule service, but the consumer will not move forward with allowing our techs come out to service the LeafFilter system. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩